Making a complaint
If you have a complaint against a member company, you should first of all try to resolve it with the company – often resolution is simple.
If, however, you have an unresolved complaint against a full member of the FLA, and you wish to make use of our complaint scheme, you can use the FLA conciliation procedure.
1. What is the FLA conciliation procedure?
2. If you are unhappy with the response
4. The backup information we will need
5. Acknowledging your complaint
1. What is the FLA conciliation procedure?
We will liaise between you and our member in order to resolve your complaint. We will ensure they respond to your concerns and monitor their compliance with the provisions of our Code.
The reply may be sent to you direct and a copy sent to the FLA, or they may write to us in which case we would advise you of their comments.
As soon as we receive a copy of their reply, we will write to you asking whether you are satisfied with the response. If you do not respond to the letter within four weeks, we will assume that you are satisfied and the file will be closed.
2. If you are unhappy with the response
If you are not satisfied with the response, you should write to the FLA highlighting the points that you remain dissatisfied with. You should clearly state the redress you are seeking and why.
Although we cannot award compensation or make a decision about your complaint, we will continue to work with you until a satisfactory conclusion is achieved or it is more relevant for your complaint to be considered by somebody else.
When the conciliation procedure is exhausted, we will advise you of any course of action open to you should you wish to pursue your complaint further.
As a customer, we will tell you about our independent arbitration scheme which is operated through the In Independent Dispute Resolution Services (IDRS). Download a copy of the rules of the independent arbitration scheme.
3. How to begin?
Before you begin, check our Membership page to make sure the company is a full member of the Association.
Then you need to register your complaint and supply some basic backup information. There are two possible ways of doing this: submitting a complaint on-line or by using a downloadable form (see right) that you complete and post to us with supporting documents. If, for any reason, you would prefer a complaint form to be posted to you, please call the FLA on 020 7836 6511
You will need to complete and sign the hard copy form, which grants the FLA authority to conciliate on your behalf, and gives us access to account information held by the company you are complaining about.
Alternatively, please scroll to the bottom of the page, where you can submit an online complaint.
4. The backup information we will need
When you post the complaint form to us, you should also include:
- A copy of your credit agreement.
- Your account/agreement number.
- Copies of any supporting documentation/correspondence you have.
- Your completed consumer complaint form.
- If you are acting on behalf of the agreement holder, a signed letter of authority from the agreement holder.
5. Acknowledging your complaint
Once we receive your complaint, we will send you an acknowledgement e-mail or letter. If you do not hear from us within a week, please contact us to ensure we have received your complaint.
6. Further levels for redress
You may be able to refer your complaint to the Financial Ombudsman Service (FOS). Our member will send you details about how to do this at the relevant time.
However, if your complaint arose before 6th April 2007, this option will not apply. If this is the case, the FLA will advise you of your further options.
Please ask us at any time if you would like further information. You can also contact the Financial Ombudsman Service on 0845 080 1800.
7. Things to note
Please check the date that you will find on the bottom of your agreement in order to determine which FLA Code of Practice applies.
The FLA cannot award compensation or make a decision about your complaint.
The FLA does not provide legal advice under any circumstances. If you require legal advice you should contact your local Citizens Advice Bureau, Trading Standards Office or a Solicitor.
All complaints received at the FLA are logged and monitored by the Association.
We are unable to invoke the conciliation scheme where the matter has been, or is being considered by the courts or any other independent arbitration or ombudsman scheme.
Please address all complaints to:
The Compliance Manager
Finance & Leasing Association
Imperial House
15-19 Kingsway
London
WC2B 6UN
Fax: 020 7420 9600
Email: code@fla.org.uk
You can use the link below to submit a complaint to the FLA online. Once you begin, you will need to follow the prompts to register your complaint - there are a few questions you need to answer to make sure that we will be able to deal with your complaint.
If, for any reason, you would prefer a complaint form to be posted to you, please call FLA on 020 7836 6511.
Or you may download a copy.
Online complaints: continue to step1
